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ATT Doesn't care about their customers

I have have a cell with them (Used to be Cingular) since 2003. When I would go through tough times they refused to help me with billing. I have other friends with other companies and they always work with them. I switched to another company recently and got a bill for $600. This included disconnection fees and late fees. That's fine I will pay it. However they refused to allow me to make payments and merely told me that I was going to be sent to collections on given date. That's not enough time to pay off the amount. So after being a customer for 7 yrs they want to give me the option to pay it all off in a couple days or be sent to collections. I'm glad I switched carriers because among other reasons I switched (like unknown items on my bills that they would refuse to ***, etc) they don't want to help me pay off my bill. I would never recommend AT&T to anyone.
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2 comments
#256540

Even when I was a customer they refused to work with me with my bill. :x

#256342

Well, here is the deal. I worked for an AT&T call center for a long time, my job was billing so I know a lot about your situation.

First off, you are no longer a customer with their company, so no one is going to go out of their way to help you. Secondly, the fact that no one is setting a payment arrangement for you for a cancelled account is not by representatives choice, it is a SYSTEM thing. No one will be able to set an arrangement for a cancelled account, not even God himself. The system simply does not allow it.

Now, whoever gave you an alloted amount of time when your account will go to collections is high. That depends on your account payment history, tenure, etc.

You have at the minimum 30 days from the date of cancellation, but I have seen up to 3 months. Good luck!

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ID
#216040 Review #216040 is a subjective opinion of poster.
Location
Anaheim, California

AT&T esta desconectando los servicios

Mis padre y otros familiares a quien recientemente le han desconectado el servicio telefonico de casa,no saben que hacer, para que AT&T les devulelva el servicio sin tener que pagar el fondo de nuevo.. ellos estan alegando que otra compañia tomó su numero y los desconectó....ellos estan sin servicio telefonico y tienen enfermos en su casa, y los que es mas el gobierno provee para ellos una ayuda de descuento en la linea residencial,para emergencia *** los enfermos y descapacitados. Ellos prometieron restablecerles el servicio en 24 horas y esto se cumplio hace dos dias
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ID
#215274 Review #215274 is a subjective opinion of poster.
Location
Miami, Florida
New Reviewer
Since AT&T jerks everyone around, bounces you from representative to rep, is trained to simply HANG UP on their customers, etc., here is some contact info you can use to get a direct line to customer service supervisors; Donald Wartluft (Team Manager - icare3@***e....
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10 comments
#1290369

Amen. AT&T has over charged me.

A representative gave information that was not true.

It is almost impossible to talk to a supervisor. A bill was sent 8 days after getting a bundle and the charge was for 68 dollars when I had the bundle for only one day of the billing cycle.

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ID
#215217 Review #215217 is a subjective opinion of poster.
Location
Saint Louis, Missouri
New Reviewer

DISH

Date: January 6, 2011 AT&T Consumer.appeals@***.com Re: Account number 678 715-**** 317 **** To Whom It May Concern: I am disputing a charge on my bill dated from October 23 until current. The charges are related to DISH network dated 10/23/10 to 11/22/10 and 11/23/10 to 12/22/10. A late charge on current bill also noted. The amount is in error because I called in on October 15, 2010 to cancel Dish network, remove some not needed telephone services, and continue internet services. Due to the economy, I had to decrease and downsize. The customer representative made the account changes that day. Or so I thought. She instructed me that she would cancel DISH network and set me up with DirecTV. She later in the conversation transferred me over to DirecTV. She instructed me before transfer that the changes would be noted on next month's bill. If not noted, call back and ask for customer service. I did exactly as instructed. Once off the phone, my sister instructed me on how to refer a friend to save $10 a month x 10 months. I called back within minutes to give information about refer a friend. Changes were made to the account. The $21.35 one time fee was charged to account and services were set up. DirecTV was supposed to come out on 10-18-10, but no supplies available in all surrounding areas. Re-scheduled visit for 10-23-10. I called in to speak to Brian #RF9 from Dish after receiving bill as instructed. I was instructed by Brian that it would be fine to send in revised bill payment. Sue #D7E, supervisor, wouldn't approve statement from Brian. Sue states that they were never notified of cancellation. It wasn't their fault that my promise wasn't fulfilled by AT&T. Transferred to AT&T to explain situation again. This occurred approximate 6 times. AT&T blamed DISH and vice versa. I only felt the after shock of the partnership gone badly. Mrs. Burney at AT&T stated that I was supposed to call and cancel my services myself. If I was told that I had to cancel services, I would have carried out that task on 10/15/10. She also stated that "if I would have left account as representative had left it, I would not have been having this problem. So, I still didn't save any money because now she can't revise bill. Why would I want to pay for services not in use since 10-23-10? She instructed me to write letter if not satisfied with her decision at consumer.appeals@***.com. I have been a loyal and dedicated customer for over 10 years. I have complained about this problem to customer service, supervisors, friends and employees. Even my repeated requests have fallen on deaf ears. No action has been taken to date. I am still receiving bills with DISH network billing. I am very disappointed in the way everything was handled. Please remove these charges from my account that was billed for services not used. Thanks you in advance for your prompt attention to this matter. Yours truly, Jessica B. Jordan 3390 Swan Drive Douglasville, GA 30134 678-799-****
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ID
#215154 Review #215154 is a subjective opinion of poster.
Location
Atlanta, Georgia

AT&T Mobile Service

I have had the same mobile provider since 1984 and up until know have been pretty happy with them. I have the AT&T Family Talk Plan. I recently told my 23 year old son he was going to have to give up his phone number and get his own service because I was ready to add our young daughter so she could have a phone. We had paid for my 23 year old son's phone long enough. It is her turn to have a phone. I went to the AT&T Store outside of Ridgmar Mall in Fort Worth, TX and spoke to the representative there. She told me I could just cancel his line which would allow my son to keep his phone number & either port to another carrier or open his own AT&T account, or I could give my daughter his phone line & get her a new phone. If I chose option 2, my son could get his service anywhere he wanted with a new phone number. I asked if there were any problems doing it either way and was told no. My son decided he wanted to keep his phone number so I cancelled his number and added a new number for my daughter. Not one time did the AT&T rep tell me there would be an early termination fee of $130.00 if I cancelled my son's phone number and added my daughters new number. Needless to say, I was furious when I received my bill 3 weeks later and saw a $130.00 early termination fee. I called customer service and was told they wouldn't do anything about it. I told them I specifically asked their representative if there would be any problem doing the change and she said no. I want the $130.00 credited back to my account ASAP!
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1 comment
#234753

I understand your frustration and do have some suggestions and tips for you.

First, when you cancelled the number, it is no longer eligible to be transferred to another service provider (ported out).

Second, you should have called customer service to get some additional information, as this is one of the issues we deal with on a daily basis.

As for what you can do now, here is what I would recommend. Call AT&T Customer service and see what it would take to re-activate your sons line. We attempt to hold a cancelled number for up to 59 days, so it is possible to get the number back. Usually the process takes about 15 minutes or so. If the line is brought back successfully, the ETF is automatically credited back to your account.

Second, determine if your son wants to stay with AT&T. If he does, then you will want to complete a Transfer of Billing Responsibility, which can be done on the phone or online. This takes your name and SSN off of this line and transfers it to your son. Online is done through a specific website and takes about 10-15 min to complete. If you choose to do this over the phone, there is an $18 fee assessed to your son.

If he chooses to go to another provider, then once the line is re-activated, you can simply go to that providers store and fill out a port-in request form. To complete this process you will need your ATT account number (located at the top of your bill) and the last 4 of your SSN or passcode on the account.

I hope this information helps.

ID
#215080 Review #215080 is a subjective opinion of poster.
Location
Richardson, Texas
Service
Att Phone Plan

AT&T Stay Away

Free 30 day trial period, no reception dropped calls. Canceled after 19 days, returned phones. They auto deducted first $61 which I assumed was for the usage fee. I was okay with that, even though it is illegal for a company to auto deducted money after canceled. Next month they deducted $750???? from my checking. 3 months later still calling, every time they agree they made a mistake, I receive a reference # so far, 5 times calling averaging 45 min+, still not resolved, they apparently have not been upgrading their cell towers. 3 months later!!STAY AWAY THEY ARE EVIL
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ID
#214995 Review #214995 is a subjective opinion of poster.
Location
Washington, District Of Columbia
Service
Att Internet Service
New Reviewer

ATT yellow pages advertising pressure

So Mondale Davis of ATT has been pressuring me to sign up for YP.com advertising. while he has been polite he is really a high pressure salesperson. He refuses to answer my questions about what the YP print ads will cost, and persists in trying to force me into buying the YP.com prpgram he is pushing. While he is highly polished and obviously had training to pressure and intimidate his customers I am not falling victim. You should not do the same. Stand your ground and demand that they tell you the options. Ask for advice about your advertising alternatives other than YP.com and ATT. Do not cave in to their high pressure techniques.
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3 comments
#364258

Don't use ATT advertising we were told that paying by the customer would be cheaper than an ad. We were charged for every salesman that called using our info supplied by ATT as well as hang up, ect. The add would have cost $2700 we are being sued for $6500 dollars worth of mostly bogus sales calls......Consumers beware!!!

#364257

Don't use ATT advertising we were told that paying by the customer would be cheaper than an ad. We were charged for every salesman that called using our info supplied by ATT as well as hang up, ect. The add would have cost $2700 we are being sued for $6500 dollars worth of mostly bogus sales calls......Consumers beware!!!

#350285

hi unlike you i did fall into their lies i ended up advertising with them now am being sued for unpaid debt.how crazy is that. i never made one cent of that horrible advertising.they are saying as long as am on contract i will pay for a whole yr even if my website is not active anymore.they are rip off.

i am unemployed. they trick you and harrass you into advertising.

the sales person has lack of experience only interested in making sales. stay away from them :(

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ID
#214898 Review #214898 is a subjective opinion of poster.
Location
Wallingford, Connecticut
New Reviewer

AT&T Customer service is horrible

Just tried to report a trouble call w/AT&T and was completely unable to ever, ever, ever get to a live person. Everything was automated. I tried using their website, and hit the same roadblocks. Do not have this problem with Verizon Wireless. AT&T needs to rethink their customer service. Horrible. Layers upon layers of automated prompts. This was for a small business trouble call and none of their automated options covered what my trouble was, so I really, really needed/wanted to talk to a live person. Worst customer service experience ever. Would never use them as a carrier.
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1 comment
#232676

Perhaps next time, you should just press "0

" repeatedly. This will route you to a live person.

ID
#214795 Review #214795 is a subjective opinion of poster.
Location
Providence, Rhode Island
New Reviewer

At&t puts lives at risk

Where is the email address for ATT home phone support?!!!! ATT is putting lives at risk when they cut services for partial payments. I cannot call important numbers and they are not even long distance. I paid my past due amount and cannot call certain numbers. Caregivers and other important numbers cannot be reached. This is a dangerous practice and obviously ATT cares nothing for their financially struggling loyal costumers. Why should my family be punished for paying the past due amount. I am going to file a complaint the the attorney general for this horrible unsafe billing practice. Jerks.
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1 comment
#232275

The AG will laugh in your face!

Pay your bills on time..PERIOD!!!!!!!Deadbeat!!!

ID
#214769 Review #214769 is a subjective opinion of poster.
Location
Chicago, Illinois
Service
Att Phone Service

AT&T disconnected my new direct dsl service

One of the multitude of consumers trying to save a buck by using Vonage, I requested that AT&T cancel my existing phone/internet connection and provision a stand-alone, or direct, dsl service. After provisioning, my dsl was disconnected five days later! I got 5 different explanations from 5 different agents as to the reason why. I thought I had agreed to a 12-month contract--but I guess that doesn't matter in ATT world. Now I have to wait another 10 days for provisioning of a new account, plus pay them twice as much! Isn't American enterprise great?
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4 comments
#352585

You keep ur email ***

#244411

Same exact issue as the both of the previous posts...I had asked for my phone to be disconnected and but I wanted to keep my dsl...everything was working fine for 25days. Then out of the blue with no warning my dsl goes down.

I call tech support and they said I don't have an account and of course the order people are there only during regular business hours; so I can't contact them. They said they will have it up and running on Friday; but by the looks of your two issues, this will probably not happen.

#235579

I JUST BEEN PUSH BACK ANOTHER DAY. I ALSO GOT A NEW ACC# & A NEW WORK ORDER NUMBER, THESE NUMBER MUST BE WORTHLESS BECAUSE THE COMPUTER & THE PEOLPE CAN'T SEEM TO AGREE ON THE NUMBER.

THIS TIME I GOT THE EMPLOYEES NAME & ID NUMBER. HE ASSURES ME I WILL BE ON TOMORROW. IF NOT I WILL CALL EVERY ATT NUMBER I CAN & COMPLAN.

THAN I WILL LOOK AT MY BILLS & CONTACT LIST TO SEE HOW MUCH WORK IT WILL BE FOR TO CHANGE MY EMAIL ADDRESS & GET A NEW SERVICE PROVIDER.

#235500

I AM HAVING THE SAME PROBLEM. I CALLED BEFORE I HAD THEM DROP MY PHONE LINE FOR DSL ONLY, THEY TOLD ME IT WOULDN'T BE A PROBLEM. TWO DAYS LATER MY DSL WENT DOWN.

I'M STILL WAITING FOR THEM TO FIX IT. EACH TIME I CALL I GET A NEW REASON WHY IT'S BEING HELD UP. THEY HAVE CHANGE MY ACC# THREE TIMES & TWO WORK ORDER # I'VE HAD FOUR DIFFRENT PRICES TOLD TO ME, I WAS TOLD I COULD GET THE ELITE PLAN, THEN I WAS TOLD IT WASN'T IN MY AREA, TODAY I WAS TOLD IT IS IN MY AREA.

I DON'T KNOW WHAT I'M GOING TO GET OR WHEN I'M GOING TO GET IT.

IF I DIDN'T HAVE TO CHANGE MY EMAIL I WOULD GO WITH ANOTHER SERVICE.

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ID
#214669 Review #214669 is a subjective opinion of poster.
Location
Asheville, North Carolina
Product
Att Account

AT&T phone service lies about service and should be stopped

My wife & I have constantly called AT&T over the last 6 months about there lack of service in the North Alabama region. This Christmas and New Years we visited the Orlando, Fl. area and to our surprise the service there was the same- horrible!!! We have requested to be released from our contracts because we feel like we are paying for services not being rendered to us and each time they refuse! AT&T counters that the contract we signed explained in detail the terms. That I do not contest, however; I don't recall the contract saying we have to pay for nonexistent service! At&t and other mega-corporations need to go back to "old-school" business philosophy that the customer is always right and do what any quality corporation with high standards would do and grant their customers their requests but, I guess I just exempted AT&T from my complaint because a stated a "quality" business corporation, and the definitely does not include AT&T!
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1 comment
#243419

No one seems to be able to provide an answer, answers to the same questions are different any time you call, I got a bogus complaint number and a lie that I would get an email confirmation breaking down my new monthly costs. This company has gotten too big to be efficient.

One part doesn't know what the other part is doing.

Scary whoever owns ATT stock!!

ID
#214642 Review #214642 is a subjective opinion of poster.
Location
Centre, Alabama
New Reviewer

AT&T Customer Service rivals Sprint

Worst Customer Service Experience Ever - I thought Sprint was bad. I just got dropped off with AT&T Customer Service - after 4 transfers! I had to explain to a CSR how a cancellation works. Any time you ask to speak with a supervisor - you get the same "They are in a meeting now". They still don't understand that I need a recording of my new number on the cancelled nunmber (portuing was not possible). Clearly executives care less about customers otherwise this would not happen. 4 Transfers because no one wanted to own the problem. Funny thing is they greet with...how can I make you a very satisfied customer? Cannot wait to get a cable company or Verizon FIOS to come to Frisco TX.
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5 comments
#232931

It is egregious, scandalous, unfair, lustfully greedy, a new low for AT&T to continue to excessively charge the $10 dollars for each additional G-byte. This bad practice is not saving you money, it is certainly running away customers including myself.

I feel wronged and spitefully robbed every time tha I receive an additional billing for using the Internet. Some fool thought up this scheme out of pure greed and disrespect for the customer. As soon as I can buy my way off of your plantation and not have you to extend yourself in wrecking my credit - you can all kiss my *** and go directly to *** with your evil ways. To get out of your scandalous contract IS TO: Buy One's Freedom.

I will cancel soon and as soon as possible. NO THANKS TO YOU

#232694

Oh, and I forgot to mention, they finally got this done. I think it is unfair to label every CSR as not taking ownership however, there is something systemically wrong when so many people are getting such bad service - I mean Consumer Reports also thinks so.

#232691

AnonymousATTCSR: Except when they cancelled, AT&T reps assured me that they would do that. Please check your training this is a service AT&T provides.

#232680

We cannot place a recording on your old number for your new number, as this is simply not possible for privacy/security reasons. If someone changes their number for harrassing calls, putting their new number on would defeat the purpose.

Managers will tell you the same thing.

Also, as far as porting your number, the only thing that would stop you is if the account is cancelled, past due or you are not providing the correct information (account number and last four of SSN or passcode on your account).

FYI, porting is not carried out by any wireless company. It is an independent third party that is paid for out of the taxes/surcharges on your wireless statement.

#231818

In January 2011 Consumer Reports

AT&T was rated the WORST PROVIDERS.

And to ensure consumers became informed CR put it on their FRONT COVER!

Love CR ~ wouldn't make a purchase without them. And No I don't work there. I just know all of the advice I have received from them has been spot on!

Good Luck!

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ID
#214640 Review #214640 is a subjective opinion of poster.
Location
Bellevue, Washington
New Reviewer

Att not working in dearborn mi for over two months now

I am a current att wireless customer i work in dearborn michigan. I have 3 to 5 bars of reception and can not get the phone to make a call send a text check email. once i leave the city and get back home which is a 15minute drive the phone works fine i get bombarded with texts and missed calls. So att answer me this why should i continue to honor my contract with you when you can not provide reliable service its your job to keep me happy and keep me as a customer having the iphone exculsevly is not going to keep people with service as bad as yours. I could understand, maybe, if i was in a rual area, but I am not I am in the heart of metro detroit and your service is horrible.
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7 comments
#265001

Update I did switch from AT&T to verizon. Just as bad as AT&T.

The call quality is acceptable nthe 3G data speeds are useless in the metro Detroit area vast is a rip off does not work I couldn't stream any radio for more than about 5 minutes before it stopped verizon customer service just as bad as AT&T same bs they don't listen send canned responses that clearly show they are not reading what u say like the guy from AT&T here Do research before going with any cell company. I will continue to update as I learn more

#264630

No wonder AT&T has abysmal scores in customer service by every rating organization after reading the company person's response.

#264627

Bunch of bull AnonymousATTCSR handed out. My wife is at a conference in DearbornI and I can't call her and she can't call me. She had to borrow a friend's Sprint phone to call.

#256193

I just saw your complaint and it was word for word my problem. And to the person who said it was a device issue....that cannot possibly be right as we have three totally different types of phones in this house.

PLUS last time I upgraded my phone the salesman fed me that same bologna! So I upgraded to a more expensive phone and have the same problems with this phone.

ATT service is just plain awful!! My next contract will be with Verizon!

#233069

I'm in Woodward, IA. I've never had GREAT service, but I've always had "good enough" service.

I can generally send/receive texts, and have to go outside to make calls. I live all of 15 minutes from DSM, Iowa, where my phone works fine. The last 2 days I have had literally zero service. Can't make calls.

Can't receive calls. Can't send texts. Can't receive texts. I've done all of the things mentioned above, long before reading this post, and it still does not work.

On top of that, I'm on a pay as you go plan, which is completely impossible to understand, I pay 60 dollars for unlimited text service, phone doesn't work, call att, and am told I need to pay another 20 dollars for a service fee. 3 weeks later when my phone isn't working, at all, I call, oh you need to pay the 20 dollar service fee....(the 60 dollars is advertised as good for 90 days, unlimited text, I've never received 90 days of unlimited texting). ATT, you are an awful company, your customer service is terrible, and the service you provide fails 80 percent of the time if not more.

Finding a new carrier tomorrow. Thanks for absolutely nothing.

#232728

No I'm sorry but you are wrong. My phone is working just fine.

There is nothing wrong with the phone. If you actually read what I wrote instead of quoting company script, you might understand what I am saying. I have already said I have 3-5 bars when in dearborn its not coverage I have no service what so ever when I go 3 miles north of ford road the phone works fine unless your going to try and tell me the breaks in dearborn and fixes itself daily. Now the week after x-mas when no one is working the phone worked fine no problems what so ever before the break phone was useless after the break the phone is useless again.

It does not matter wether I am in the building or out in the parking lot. It will not work.

The problem is you dont have the infrastructure to accomidate the amount of users during the work week this is not hard to figure out I was hoping I would get a real answer I fully expected the response you sent since its the same line of *** that the salesperson in dearborn gave me thanks for responding to my complaint. no repsonse to my post is necessary I will be moving to a new carrier my contract with att is ending next month.

#232685

We have excellent coverage in Dearborne. From the description, you are having a device issue, not a service issue. I would recommend several things. First, turn the phone off, wait two minutes and turn back on. If that does not work, while the device is turned on, pull the battery out, wait another two minutes and replace the battery and turn back on.

Second, go to an AT&T Company Owned Retail store (COR location), and have them replace your SIM card, which is free of charge.

If neither of those work, then you have a device issue, which is covered under warranty, as long as the device has no physical or liquid damage, is less than 1 year old (90 days for a refurbished device).

If you meet the criteria for the warranty replacement, you can call them directly at 800-801-**** and press option 5 and enter your cell phone number. Please do not call from your cellphone, as they will not be able to complete the necessary steps to troubleshoot and replace your device.

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ID
#214403 Review #214403 is a subjective opinion of poster.
Location
Dearborn, Michigan
Service
Att Phone Service
Loss
$350
New Reviewer

ATT is Unreliable. Lost Thousands of Dollars

I am a small business owner with a business phone line account with ATT. For half of a month (and still counting) my phone service has been down making it impossible to accept credit card transactions and accept food stamps from my customers. I have been on receiving end of many pissed off customers because I was unable to accept these types of transactions during the busy holiday shopping season. My book keeper estimate I have lost over $4000 so far and at the time of writing this my business phone line still is not operating. I have been on the phone with them almost everyday and they have yet to send someone to look at my line. This has been incredibly stressful experience for myself and my employees. Long stories short ATT doesn't want my business and I am canceling all my ATT accounts and many of my employees and family members are following suit.
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ID
#214192 Review #214192 is a subjective opinion of poster.
Location
Fresno, California
Service
Att Phone Service
Loss
$4000
New Reviewer

No wireless contract = Not worth their time!

I bought a phone at the 1749 Arden Way, Sacramento store. It didn't work out for me, so I wanted to return it for another phone. The rep told me there was a $35 restocking fee, even though the phone only cost $99. THAT'S OUTRAGEOUS! I asked if they can waive the fee, so I can get another phone that would work for me. They said they can credit $35 towards my account for my next billing statement. BUT WAIT! I don't have a billing statement; I have a GO PHONE- pay as you go plan. I asked if they can credit the amount towards my GO PHONE account or towards my new purchase of a more expensive phone. The Rep spoke to the manager and came back to tell us that they couldn't waive or credit the $35 restocking fee with the GO PHONE account. HOWEVER, if we signed up for the two year contract, they would be able to help us out. AND he added that since we're returning the phone, the $50 airtime we had left in the account was non-refundable. What kind of business is that? Isn't that discriminating against non-contracted customers? An AT&T customer is an AT&T customer! There shouldn't be a class more important than others! This is where you lose customers. Most people start out with small plans and eventually add more features and plans according to needs and income capabilities. No matter where we are in our economic status of life, we stayed loyal to AT&T- even when they charged us (loyal customers) more for internet service. However, this is unacceptable! Unfortunately, I'm TOO SMALL to be considered an important customer. AT&T: You've lost me & my family as lifelong customers. We can establish our relationships with another company where people appreciate the small and big business equally. IN THE END, A SMALL BUSINESS CUSTOMER IS STILL A LIFELONG CUSTOMER!
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ID
#214180 Review #214180 is a subjective opinion of poster.
Location
Sacramento, California
Service
Att Manager